V2 Rubric Detail — 7a775228-6b53-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 20:22
Duration
15m 18s
Contact
Bill Exley
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+17.6)

V2 Grader Summary

The agent correctly guided the customer through the admin password reset using the recovery key via myrouter.local. The customer confirmed successful login and understanding of the process. All technical and procedural steps were accurate and effective, resulting in a full resolution.

V1 Case Analysis

Customer locked out of MR20MS admin UI after password reset; password recovery via myrouter.local completed successfully.

Troubleshooting Steps
  • Directed customer to access router admin via http://myrouter.local
  • Instructed to click the reset admin password (phone) icon
  • Guided customer to enter the recovery key from the router sticker and set a new admin password
Key Observations
  • Agent provided correct password recovery procedure using the recovery key (per KB).
  • Customer confirmed successful access to the admin dashboard after password reset.
  • Agent introduced confusion by asking about callbacks despite no prior discussion.
  • Agent failed to acknowledge customer frustration expressed at [04:00].
  • Agent did not explicitly verify successful login after password reset process.
Positive Highlights
  • Provided technically accurate guidance for password recovery using the recovery key.
  • Correctly directed customer to http://myrouter.local for admin access.
  • Ensured new password met security requirements (uppercase, lowercase, numbers, special characters).
  • Clarified that the Linksys app offers limited settings compared to full browser access.
Agent Errors / Gaps
  • Did not acknowledge customer frustration at [04:00].
  • Introduced unnecessary confusion by asking about callbacks at [02:00].
  • Did not explicitly verify successful login after password reset.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'I now know how to get back into my Linksys... Thank you so much for your help.'
R2 Met Diagnostic thoroughness conf 90%
Agent asked diagnostic questions (access method, model), guided to myrouter.local, and initiated recovery-key reset process.
R3 Met Correct resolution path conf 90%
Agent correctly chose non-destructive recovery-key method over factory reset, appropriate for forgotten password.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified symptom (login failure), asked relevant questions (where trying to log in, model), determined need for recovery key.
T2 Met Appropriate tools / resources used conf 85%
Correctly directed customer to use myrouter.local web interface — the appropriate tool for password recovery.
T3 Met No misinformation conf 90%
Accurate instructions: use recovery key from sticker, set new password via browser; no technical inaccuracies observed.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control, gave clear steps, redirected from incorrect page, and kept call on track despite customer confusion.
C2 Met Confirmed understanding conf 80%
Used accessible language, confirmed understanding ('Yes, sir'), and adapted to customer's pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end; no transfers, no deflection, resolved issue during call.
O2 Met Proactive follow-through conf 85%
Provided clear next step (reset via recovery key), confirmed completion, and closed with resolution confirmed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent said 'I’m sorry' twice but did not explicitly acknowledge customer frustration or history; empathy was minimal.
X2 Met Tone & rapport conf 80%
Matched customer’s pace, used simple prompts ('click the phone'), and maintained engagement through resolution.
X3 Met Overall experience conf 85%
Avoided unnecessary repetition; used correct recovery path without extra steps or holds.
Call Transcript24 turns · 28 lines
Speaker 1
Right, Sharm. I've got a bit of a bug here.
00:00
Speaker 2
welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press one now. [silence] for out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on your issue. [silence] Hello. Thank you for calling Linksys technical support. This is charm. How can assist you today?
00:00
Speaker 1
I reset my password on my Linksys mesh router. And when I tried logging in today, it said, sorry, wrong. I tried my old number and it said, sorry, wrong. So I went online and basically they're saying there's a way I can do this, but I can't find the link to sorry the link to the reset page. I'm using, I'm using going through the browser. Hold on a second. I'm just trying to get the rest of my serial number here. Yeah. Because I think you might need that.
01:00
Speaker 2
I see. I see. If I may ask, sir, where did you access it? Is it on the Linksys app or on the browser? Mm-hmm.
01:00
Speaker 1
Okay, and, and what else? What else do you need? There was, I need to pull something off of my router to be able to make a change on my, my password change. I've got my serial number. Is there something else I need? Hold on, hold on one quick sec. MR20MS. I'm trying to access it. Well, I couldn't, I tried to access it the way I had.
02:00
Speaker 2
Yes, sir. I need the string number also the model number. Can I call me back at this time? Also, sir, if I may ask, what website you are trying to access. Is it your IP address or my router.local? But I can call you with the G. K.
02:00
Speaker 1
So now that I've got, umm, the information I need, let me get back to my computer to tell you where I'm trying to get to to log in and reset my my Administrator password. Okay, I am Am trying to log into basically my IT address. 192.168.1.116 And uh right now I'm logged in under my username, but I've I have a separate umum Administrator um ID. [silence] Hold on a Hold on a second. I might be.
03:00
Speaker 2
It was. All right. Is there an option for your server to log in locally? [silence]
03:00
Speaker 1
[ silence ] Looking at... I'm looking at. Wow. Linksys. Out of game. Okay. I guess I'm losing my mind and don't know what I'm doing right now. I'm getting a little frustrated, but not your problems. I'm just trying to. Okay. So, if I go to Buffalo link station. It it sends me to enter username and password. Username is grayed out and it's admin and I typed in the new password, it did not work. So, I'm at um 192.168.1.16 detail slash and some ID numbers. The right [ laughter ]. Now it's asking me to log in. I'm sorry? Sure. Okay. Okay. I got a new page open. Yep. Okay. Okay. Okay. Keep my Wi-Fi handy. Link says that that up. Okay, so. Yep. I do.
04:00
Speaker 2
um, can you, can you close that page, sir? Can you close that page? Sorry. Can you close that page? Um, right. And then open, open a new tab or a new browser. Um, right. So kind of type in sir, HTTP, forward slash forward slash. My router, that local. Uh, the important thing is that you were able to detect it. Um, Wow. Um, right. Can you see their picture of the phone, sir, or an image of the phone?
05:00
Speaker 1
Click on the one with the phone. OK. OK, it's processing. OK, it says reset admin passwords. [silence] OK.
06:00
Speaker 2
can you kindly click that one. Just click the phone. Just try to reset it and it will ask for recovery key. Yes, sir. I'm sorry. So, here. Right. So are you creating now an admin password? [silence] Yes. You can find it under the main router, um it's on the sticker printed on the sticker.
06:00
Speaker 1
okay. I'm submitting. Waiting. Use a password that is secure. So this is where I set a new password, not use my old one, correct? Okay, hold on one. Okay, hold on one sec. Okay. I am back and I will set a new password.
08:00
Speaker 2
Yes, sir. Yes, sir, that is correct. Yes, it should not be repeated. No repeated numbers and letters. Um. Yes, it should be uppercase, lowercase, but it should not be repeated. No repeated numbers or letters. No, sir. [silence] Yes, sir. [silence] Um no, sir, it's still the the same, like, um, um, minimum of 10 letters and uppercase, lowercase, special characters and the numbers, but the numbers and the Letters.
08:00
Speaker 1
Well, and that's what's got me baffled. As I've been, I've been using this and I've been, uh-oh, so something changed, kind of thing. So, all right, I just got to create a new one. Well, then I'm not going to be able to change it again, right? The only way I can change it is go through this process again, correct? Oh, goodness. Hold on one sec. Hold on. Okay.
11:00
Speaker 2
Ah yes sir.
11:00
Speaker 1
Okay. Well as admin, correct? Okay. [silence] right now at Linksys Smart Wi-Fi tools. So on and so forth. [silence]
12:00
Speaker 2
Alright, so you successfully changed your Wi-Fi password, I mean the router password or admin password and you are now on the dashboard. Yes. As admin.
12:00
Speaker 1
So, this is my link this... ...password, not my... I have a... I have a network accessible drive, which is completely different here, so... Okay, so I now know how to get into back into my link syst. Alrighty. Thank you so much for your help and having me get back in here. So, the my my router.localui dot, dot, dot, dot, dot, all those numbers, dynamic. That this is a page that I would use to change my password if I needed to, correct? OK. Excellent. Um,
13:00
Speaker 2
Yeah. All right. So, yes, you can just sign in or login to that page if you want to change some router settings on your router. Yes. Yes, sir. That is correct. You just need to click the picture.
13:00
Speaker 1
Hold on a sec. So Safari, uh, uh, uh. So, all right, but I'm not down, I'm running off of my browser, right? So is there an app for this? Got it, so basically, if, yeah, so if there's a username I need to changeや a password I need to change, I need to go through my browser, through myrouter.local.
14:00
Speaker 2
You can access your Linksys app through however the Linksys app have and limited settings. You can change some settings on the app, however, if you access it on the browser then you have the full settings of your router there. You can change settings. yeah, that
14:00
Speaker 1
Got it. Okay. Thank you so much for your help. I think I got it here. We'll see what, we'll see what shows up next. Appreciate you. Yeah you too. Thank you much. Bye.
15:00
Speaker 2
All right, thank you. You're welcome, sir. And thank you so much also, sir. And have a good one.
15:00